Customer support Executive

dopay, a pioneering fintech startup revolutionising payroll payments solutions, is seeking a dedicated and customer-focused Customer Support Executive to join our team. Located in the heart of downtown Cairo at the Greek Campus, this role is an exciting opportunity to contribute to our mission of integrating cash-based workers in emerging markets into the mainstream financial system. You will be responsible for providing exceptional support to our valued customers and ensuring their overall satisfaction with our services.

Key Responsibilities

• Manage large amounts of incoming phone calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution.
• Adhere to Customer Support Department, communication, procedures, guidelines, and policies.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Processing tasks, forms, applications, and requests.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.
• Implement high-quality standards of support for customers by exceeding all KPI threshold.
• Respond to and solve Dopay`s customer inquiries regarding Dopay` Services and provide end-to-end ownership to these inquiries till closure.